HR Service Delivery Specialist

HR Service Delivery Specialist

Skill required: Employee Services - Employee Data Process Design
Designation: HR Service Delivery Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? Job Description The Specialist will be responsible for business management which includes metrics, performance and operational plans. Plan, implement, and manage business/projects, People, Staffing, participate in organization initiatives. Will manage overall operations for the Country with specialist support of HR services for the client Key Responsibilities Monitor/Review along with team on administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives. • Monitor/measure performance through metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved. • Manage and improve people performance and align them with organizational goals and objectives. • Participate actively in organization wide initiatives Provide business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives. • Make decisions about the day-to-day operation of the team, including monitoring of workload, systems, staffing, and scheduling including adjusting work hours as necessary to meet deadlines e.g. overtime or working during holidays/week ends. • Monitoring the voice of the customer through surveys and other means of communication. Be assertive and work through the development areas as voiced by the client, Third parties or Accenture stakeholders. • Encourage and drive continuous improvement measures on day-to-day basis within area of responsibility till closure. • Timely and transparent recognition and rewards for the team. • Recommend cost-effective, efficient procedural or production alternatives. • Required to work within clear budgetary guidelines. • Develop People through mentoring & resolve conflicts. Drive coaching culture. • Monitor and encourage the Team to create/follow up on development plans • Provide Input to monthly top level service analysis for client • Develop and drive comprehensive generic training plans to meet the needs of direct reports and their ongoing requirements • Ensure high degree of compliance to the documented processes, client/organizational policies. • Participate in the definition of current process performance baseline metrics (as defined in Metrics Data Collection Plan) and track/report on all Operational Stats • Ensure OE documentation is updated and drive OE methodologies in day-to-day operations. • Work collaboratively with all Internal & Third-party stakeholders to achieve Business goals.
What are we looking for? •Ensure all team members have the correct skills and are trained to deliver all the contractual requirements, to achieve operational excellence • Analyze root causes of Issues, escalations, errors and have a remedial action through process improvement. Plan & Manage daily staffing, employee grievances if any for the geography and the specialist support teams • Work collaboratively with all Internal & Third party stakeholders to achieve Business goals. • Ensure adherence to policy and procedures of the organization. Operational Skills • Have knowledge on the HR administration including Employee Life cycle letter management, Leave management, Employee Access Management, Share Plans, Employee Data Changes, Insurance policy procedures, Data Management, Contingent worker management, Exit Management, work flow management, work permits, certifications, Expat Management, Secondments, Trainings, Workplace Reintegration Management etc to be able to guide the SMEs as needed. Education Equivalent Minimum Graduate Experience • At least 6 years of HR Experience • Employee Workforce administration experience is a plus • Workday Experience a plus • HR Domain certification would be a plus • Strong MS Office and Excel skills • Proficient with Operational Excellence Practices • Should have prior Team Handling experience ( minimum 4 years) Knowledge/Skills Requirements: • Good organizational & prioritization skills. • Analytical and problem solving skills. • Multi-cultural awareness. • Passion for customer service. • Team player. • Results & detail-oriented • Focus on high data accuracy. • Quality driven – in communications and all system transactions. • Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate • Good written and verbal skills. Strong English language communication skills • Excellent Customer Service skills • MS Office • Data base management • Regulatory & Non- Regulatory Reporting • Regulatory Compliance (Process specific) • HR Outsourcing • OE / CDP • Excellent communication and client relationship management skills.
Roles and Responsibilities: PROCESSES Work Force Data Administration / Contingent Worker / Insurance / Leaves etc. Relationships: Reports to: Associate Manager Supervises: Level 10s Working Conditions • Shifts – Should be Flexible to working in shifts including night shifts. • WHO / WFO – Should be comfortable working from Office on all working days. • Working Hours – Should be willing to working additional hours based on the needs of the project. •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts •